1. October 2001 Tidemark User's Conference1 Session: 2.6 Conversion Lessons Learned Panelist: Art Henriques, City of Santa Clara Sean Hurley, Synergetic Consulting Laurie Sherriff, City of Corvallis Date: Thursday October 4, 2001

2. October 2001 Tidemark User's Conference2 Lessons Learned From Fremont and Santa Clara Implementing a Tidemark Upgrade

3. October 2001 Tidemark User's Conference3 Session Agenda Santa Clara and Fremont Recap Important Components for a Successful Implementation Issues that Arise During an Upgrade Brief Recap by Art Henriques from Santa Clara Brief Recap by Ida Fu from Fremont General Discussion

4. October 2001 Tidemark User's Conference4 Recap of Fremont and Santa Clara’s 2.61 Upgrade Fremont went live with 2.61.aj on July 16 Conversion took approximately 57 hours Santa Clara went live with 2.61.01d on August 27 Conversion took approximately 2 hours

5. October 2001 Tidemark User's Conference5 Important Components for a Successful Implementation Planning Clearly defining and limiting the scope of work Allocating the necessary resources Project manager Computer support Power users Clearly define the expectations on Tidemark

6. October 2001 Tidemark User's Conference6 Important Components Cont. Project Management Build a Responsibility Matrix Set-up weekly conference call with Tidemark Project Manager and Implementation Expert TEST EVERYTHING THOROUGHLY Develop a method for tracking issues Get an early handle on Crystal Reports

7. October 2001 Tidemark User's Conference7 Important Components Cont. Project Management Cont. If your municipality has anything out of the ordinary with your network or computer, then run an on-site test conversion Build a conversion events timeline Build a workstation upgrade checklist Allocate time to training your staff

8. October 2001 Tidemark User's Conference8 Issues that Arise During an Upgrade Tidemark sends a bad conversion You discover new bugs Your business rules may have to change to accommodate the upgrade You do not know how to go about testing You do not have the resources

9. October 2001 Tidemark User's Conference9 Issues Cont. Your Tidemark support group is not responsive Your computer group wants to incorporate a network change at the same time as the upgrade You cannot keep track of all the new reports

10. October 2001 Tidemark User's Conference10 Issues Cont. Tidemark seems to run slower after the upgrade Tidemark will not print reports A particular workstation may not work with Tidemark or gives an error

11. October 2001 Tidemark User's Conference11 Crystal Report Inventory List Objectives - 1 To differentiate between Tidemark provided and home grown (customized) report – through standardized naming convention To verify what is registered against what are in the forms folder To get a sample of the reports as part of the system documentation

12. October 2001 Tidemark User's Conference12 Crystal Report Inventory List Objectives - 2 To provide our in-house customers for review and determine what report is to be kept / tossed To record what work needs to be done on the kept reports Standardize look and feel of the customized reports

13. October 2001 Tidemark User's Conference13 Crystal Report Inventory List Established Standard Report Requirements Reports sent out of the City offices will have the new City logo Page header will have proper title with report owner (dept) and selection criteria displayed All reports will have report name, Date and Time the report is run displayed on the page footer (bottom)

14. October 2001 Tidemark User's Conference14 Crystal Report Inventory List Elements on the List Department owner Before (old) & After(new) report names Action on the report (delete, enhanced, kept as is, etc.) Run Frequency Selection Criteria and other special pertinent requirements.

15. October 2001 Tidemark User's Conference15 Tidemark 2.61 Upgrade Art Henriques City Planner Smart Permit Project Manager City of Santa Clara

16. October 2001 Tidemark User's Conference16 City of Santa Clara Active member of Joint Venture Smart Permits Member of Bay Area Smart Permits Version 2.52 October 1999 Upgraded to 2.53 Version 2.61.01d since August 2001 Tested eConnect 1.1

17. October 2001 Tidemark User's Conference17 Clearly Define the Objectives Limit Objectives to Manageable Number Update of the IVR System was a main item

18. October 2001 Tidemark User's Conference18 Detail in Contract Scope of Work Responsibilities Timelines Review thoroughly with Key staff Consultant(s)

19. October 2001 Tidemark User's Conference19 Detail Project Internally Management Why is this needed How does it improve customer service How does it improve internal process Staff Why do this How does this help their work Listen to possible concerns, do some cheerleading Contract Service They are a key part of the process

20. October 2001 Tidemark User's Conference20 Management Support/ Consultant Resources Agency Staff Time By milestone & overall Independent Database Audit Helpful second look Key Staff Focused on Upgrade This has to be their top priority Ensure No Conflict with Other IT Projects No bonus confusion/challenges

21. October 2001 Tidemark User's Conference21 Keep Tidemark Upgrade on Target Key Agency Staff Consultant Services Stay Focused on Contract Timelines Daily/weekly meetings Weekly calls to Tidemark at a minimum

22. October 2001 Tidemark User's Conference22 Document Document, document, document Communicate vertically & horizontally At least at key milestones More often as you need to Serve food & drink Try to have fun!

23. October 2001 Tidemark User's Conference23 More Information at the City of Santa Clara Art Henriques, City Planner (408) 615 - 2450 Ahenriques@ci.santa-clara.ca.us